Methods, systems, and computer program products for tracking breaks in physical plant during maintenance of a public switched telephone network

ABSTRACT

Breaks in physical plant that occur in maintaining a public switched telephone network (PSTN) are tracked by receiving notices that correspond to incidences in which physical plant is broken in performing maintenance tasks on the PSTN for a defined time interval. Information specifying a total number of maintenance tasks performed on the PSTN during the defined time interval is also received. The information associated with the maintenance tasks in which the physical plant in the PSTN is broken and the information associated with the total number of maintenance tasks performed on the PSTN is stored in a searchable database. By storing PSTN maintenance information related to incidences in which physical plant is broken along with information related to the total number of maintenance tasks performed, a database user may be able to track whether the number of times that physical plant is broken is acceptable in view of the total number of maintenance tasks being performed or whether action needs to be taken to reduce the number of times that physical plant is broken by technicians in servicing the PSTN.

BACKGROUND OF THE INVENTION

[0001] The present invention relates to communication networks, and, more particularly, to maintaining the physical plant in the public switched telephone network (PSTN).

[0002] In the PSTN, a network services provider, such as a Local Exchange Carrier (LEC), Bell Operating Company (BOC), and/or Regional Bell Operating Company (RBOC) typically dedicates central office equipment and loop facilities, which may be referred to as physical plant, to a given address. The combination of dedicated office equipment and loop facilities may be referred to as a cut-through (CT). When new service is requested at an address, a technician may be dispatched to the address to establish the new service. Frequently, the technician breaks the existing loop facilities running to another address and sets up new loop facilities to this address to establish the new service. Oftentimes, breaking the existing loop facilities is unnecessary as the existing facilities could have been used if they had been provisioned electronically and/or if they had been repaired or maintained in some way. Because it is often easier to break the existing loop facilities and set up new loop facilities than it is to repair or maintain the existing loop facilities, technicians frequently prefer to set up new service or fix a service problem by breaking the existing loop facilities and running new loop facilities to the address. Moreover, because technicians are often given quotas for the number of service orders to be completed, there is even greater incentive for technicians to favor breaking existing loop facilities and replacing them with new loop facilities over repairing and/or maintaining the existing loop facilities.

SUMMARY OF THE INVENTION

[0003] According to some embodiments of the present invention, breaks in physical plant that occur in maintaining a public switched telephone network (PSTN) are tracked by receiving notices that correspond to incidences in which physical plant is broken in performing maintenance tasks on the PSTN and associated time information. Information specifying a total number of maintenance tasks performed on the PSTN during a defined time interval is also received. The information associated with the maintenance tasks in which the physical plant in the PSTN is broken and the information associated with the total number of maintenance tasks performed on the PSTN is stored in a searchable database. By storing PSTN maintenance information related to incidences in which physical plant is broken along with information related to the total number of maintenance tasks performed, a database user may be able to track whether the number of times that physical plant is broken is acceptable in view of the total number of maintenance tasks being performed or whether action needs to be taken to reduce the number of times that physical plant is broken by technicians in servicing the PSTN.

[0004] In other embodiments of the present invention, the information is stored in the searchable database by parsing email notices corresponding to the information specifying the total number of maintenance tasks performed on the PSTN.

[0005] In still other embodiments of the present invention, the information is stored in the searchable database by parsing print files corresponding to the notices corresponding to incidences in which physical plant is broken in performing maintenance tasks on the PSTN.

[0006] In further embodiments, the information is stored in the searchable database by associating a maintenance task in which physical plant in the PSTN is broken with a maintenance category based on information received from a service technician performing the maintenance task, associating a maintenance task in which physical plant in the PSTN is broken with a service order category based on information contained in the notice received for the maintenance task authorizing the break in the physical plant, and associating a maintenance task in which physical plant in the PSTN is broken with an other category based on information contained in the notice received for the maintenance task authorizing the break in the physical plant due to lack of use of the physical plant and/or redeployment of the physical plant.

[0007] In still further embodiments, the information is stored in the searchable database by organizing the information based on geography. In particular embodiments, user input is received that comprises a query of the searchable database based on geography and the information is displayed organized geographically responsive to the user input. The information may be organized geographically based on state, district, turf, and/or wire center and filtered by a specific time frame.

[0008] In still further embodiments, the information is stored in the searchable database based on the employee responsible for a district. In particular embodiments, user input is received that comprises a query of the searchable database based on the employee responsible for a district and the information is displayed organized based on the employee responsible for a district.

[0009] In still further embodiments, user input is received that comprises a request to update the information associated with a maintenance task in which physical plant in the PSTN is broken and the information is updated responsive to the user input.

[0010] In still further embodiments, the information is stored in the searchable database by storing information in which the maintenance tasks in which physical plant in the PSTN is broken are represented as a percentage of the total number of maintenance tasks performed on the PSTN.

[0011] Although described primarily above with respect to method aspects of tracking breaks in physical plant that occur in maintaining a PSTN, it will be understood that the present invention may also be embodied as systems and computer program products.

BRIEF DESCRIPTION OF THE DRAWINGS

[0012] Other features of the present invention will be more readily understood from the following detailed description of specific embodiments thereof when read in conjunction with the accompanying drawings, in which:

[0013]FIG. 1 is a block diagram that illustrates a communication network for tracking breaks in physical plant that occur in maintaining a public switched telephone network (PSTN) in accordance with some embodiments of the present invention;

[0014]FIG. 2 is a block diagram that illustrates a software architecture for use in a data processing system for tracking breaks in physical plant that occur in maintaining a public switched telephone network (PSTN) in accordance with some embodiments of the present invention;

[0015]FIGS. 3 and 4 are flowcharts that illustrate operations for tracking breaks in physical plant that occur in maintaining a public switched telephone network (PSTN) in accordance with some embodiments of the present invention; and

[0016]FIGS. 5-16 illustrate exemplary user queries and/or Web page displays provided by a Web server module in response to searchable database queries/input submitted by a user in accordance with some embodiments of the present invention.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS

[0017] While the invention is susceptible to various modifications and alternative forms, specific embodiments thereof are shown by way of example in the drawings and will herein be described in detail. It should be understood, however, that there is no intent to limit the invention to the particular forms disclosed, but on the contrary, the invention is to cover all modifications, equivalents, and alternatives falling within the spirit and scope of the invention as defined by the claims. Like reference numbers signify like elements throughout the description of the figures.

[0018] The present invention may be embodied as systems, methods, and/or computer program products. Accordingly, the present invention may be embodied in hardware and/or in software (including firmware, resident software, micro-code, etc.). Furthermore, the present invention may take the form of a computer program product on a computer-usable or computer-readable storage medium having computer-usable or computer-readable program code embodied in the medium for use by or in connection with an instruction execution system. In the context of this document, a computer-usable or computer-readable medium may be any medium that can contain, store, communicate, propagate, or transport the program for use by or in connection with the instruction execution system, apparatus, or device.

[0019] The computer-usable or computer-readable medium may be, for example but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, device, or propagation medium. More specific examples (a nonexhaustive list) of the computer-readable medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or Flash memory), an optical fiber, and a portable compact disc read-only memory (CD-ROM). Note that the computer-usable or computer-readable medium could even be paper or another suitable medium upon which the program is printed, as the program can be electronically captured, via, for instance, optical scanning of the paper or other medium, then compiled, interpreted, or otherwise processed in a suitable manner, if necessary, and then stored in a computer memory.

[0020]FIG. 1 is a block diagram that illustrates a communication network 100 for tracking breaks in physical plant that occur in maintaining a public switched telephone network (PSTN), in accordance with some embodiments of the present invention. As shown in FIG. 1, the communication network 100 comprises a data processing system 110 that is configured to deliver notices corresponding to incidences in which physical plant is broken in performing maintenance tasks on the PSTN during a defined time interval. These notices may be referred to as break cut-through (CT) notices. The communication network 100 further comprises a data processing system 120 that is configured to deliver notices corresponding to information specifying and associated with a total number of maintenance tasks performed on the PSTN during a defined time interval. The communication network 100 further comprises a data processing system 130 that receives the notices from both of the data processing systems 110 and 120 and stores the received information in a searchable database to facilitate tracking of breaks in physical plant that occur in maintaining the PSTN. Moreover, the searchable database may be accessed via queries submitted from users via, for example, a data processing system 140. The data processing system 140 may be a personal computer, workstation, laptop computer, personal digital assistant (PDA), or the like. The data processing systems 110, 120, 130, and 140 communicate via a network 150, which may comprise, for example, the Internet, a wide area network, a local area network, and/or combinations of such networks.

[0021] Although FIG. 1 illustrates an exemplary communication network for tracking breaks in physical plant that occur in maintaining a PSTN in accordance with some embodiments of the present invention, it will be understood that the present invention is not limited to such a configuration but is intended to encompass any configuration capable of carrying out operations described herein.

[0022]FIG. 2 illustrates a processor 200 and memory 205 that may be used in embodiments of data processing systems, such as the data processing system 130 of FIG. 1, for tracking breaks in physical plant that occur in maintaining a PSTN in accordance with some embodiments of the present invention. The processor 200 communicates with the memory 205 via an address/data bus 210. The processor 200 may be, for example, a commercially available or custom microprocessor. The memory 205 is representative of the one or more memory devices containing the software and data used to facilitate packet classification and/or association with services in accordance with embodiments of the present invention. The memory 205 may include, but is not limited to, the following types of devices: cache, ROM, PROM, EPROM, EEPROM, flash, SRAM, and DRAM.

[0023] As shown in FIG. 2, the memory 205 may contain up to five or more categories of software and/or data: an operating system 215, an email server module 220, a print file server module 225, a database server module 230, and a Web server module 235. The operating system 215 generally controls the operation of the data processing system. In particular, the operating system 215 may manage the data processing system's software and/or hardware resources and may coordinate execution of programs by the processor 200.

[0024] The email server module 220 may be configured to process notices corresponding to information specifying and associated with a total number of maintenance tasks performed on the PSTN that are received, for example, from the data processing system 120 of FIG. 1. In particular embodiments, the notices sent from the data processing system 120 of FIG. 1 may be in the form of print files. The print file server module 225 may be configured to parse these print file notices to obtain the information contained therein for storage in a searchable database 240.

[0025] The print file server module 225 may be configured to process notices corresponding to incidences in which physical plant is broken that are received, for example, from the data processing system 110 of FIG. 1. In particular embodiments, the notices sent from the data processing system 110 of FIG. 1 may be in the form of email notices. The email server module 220 may be configured to parse these email notices to obtain the information contained therein for storage in the searchable database 240.

[0026] The database server 230, may be configured to manage the searchable database 240 in which information associated with the maintenance tasks in which physical plant in the PSTN is broken and information associated with the total number of maintenance tasks performed on the PSTN is stored. The database server 230 may be, for example, a structured query language (SQL) server and the searchable database 240 may be, for example, a SQL database in accordance with some embodiments of the present invention. It will be understood, however, that other database implementations may be used in accordance with other embodiments of the present invention.

[0027] The Web server module 235 may be configured to allow users to access the searchable database 240 through a Web browser running on a data processing system, such as, for example, the data processing system 140 of FIG. 1. In accordance with some embodiments of the present invention, the Web server 235 may be embodied using the IIS Web server provided by Microsoft Corporation in which active server pages (ASPs) are used to present data to a user and used to form queries for the searchable database 240. Advantageously, by querying the searchable database 240, a user may be able to track the number of times that physical plant is broken in view of the total number of maintenance tasks being performed. That is, the searchable database 240 may be queried to determine, for example, what percentage of all maintenance tasks being performed in a defined time interval resulted in the physical plant being broken to complete the maintenance task.

[0028] Although FIG. 2 illustrates an exemplary software architecture that may be used in data processing systems, such as data processing system 130 of FIG. 1, for tracking breaks in physical plant that occur in maintaining a PSTN in accordance with some embodiments of the present invention, it will be understood that the present invention is not limited to such a configuration but is intended to encompass any configuration capable of carrying out operations described herein.

[0029] Computer program code for carrying out operations of data processing systems discussed above with respect to FIG. 2 may be written in a high-level programming language, such as C or C++, for development convenience. In addition, computer program code for carrying out operations of the present invention may also be written in other programming languages, such as, but not limited to, interpreted languages. Some modules or routines may be written in assembly language or even micro-code to enhance performance and/or memory usage. It will be further appreciated that the functionality of any or all of the program modules may also be implemented using discrete hardware components, one or more application specific integrated circuits (ASICs), or a programmed digital signal processor or microcontroller.

[0030] The present invention is described herein with reference to flowchart and/or block diagram illustrations of methods, systems, and computer program products in accordance with exemplary embodiments of the invention. These flowchart and/or block diagrams further illustrate exemplary operations for tracking breaks in physical plant that occur in maintaining a PSTN, in accordance with some embodiments of the present invention. It will be understood that each block of the flowchart and/or block diagram illustrations, and combinations of blocks in the flowchart and/or block diagram illustrations, may be implemented by computer program instructions and/or hardware operations. These computer program instructions may be provided to a processor of a general purpose computer, a special purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means and/or circuits for implementing the functions specified in the flowchart and/or block diagram block or blocks.

[0031] These computer program instructions may also be stored in a computer usable or computer-readable memory that may direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer usable or computer-readable memory produce an article of manufacture including instructions that implement the function specified in the flowchart and/or block diagram block or blocks.

[0032] The computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions that execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart and/or block diagram block or blocks.

[0033] Referring now to FIG. 3, exemplary operations for tracking breaks in physical plant that occur in maintaining a PSTN, in accordance with some embodiments of the present invention, will now be described. Operations begin at block 300 where the data processing system 130 of FIG. 1, for example, receives break CT notices from the data processing system 110 of FIG. 1 corresponding to incidences in which physical plant is broken in performing maintenance tasks on the PSTN for a defined time interval. As discussed above, the break CT notices may be in the form of print files, which may be parsed using the print file server module 225 of FIG. 2.

[0034] At block 305, the data processing system 130 of FIG. 1 receives “flow through” statistics for all PSTN maintenance tasks for the defined time interval from the data processing system 120 of FIG. 1. These “flow through” statistics and/or data may specify a total number of maintenance tasks performed on the PSTN during the defined time interval. That is, the “flow through” data may identify all of the maintenance tasks performed on the PSTN during the defined time interval. As discussed above, the “flow through” information may be in the form of email notices, which may be parsed using the email server module 220 of FIG. 2.

[0035] At block 310, the information associated with the break CT notices, i.e., the maintenance tasks in which the physical plant in the PSTN is broken and the information associated with all of the maintenance tasks performed on the PSTN is stored in a searchable database, such as the searchable database 240 of FIG. 2. By storing PSTN maintenance information related to incidences in which physical plant is broken along with information related to the total number of maintenance tasks performed, a database user may be able to track whether the number of times that physical plant is broken is acceptable in view of the total number of maintenance tasks being performed or whether action needs to be taken to reduce the number of times that physical plant is broken by technicians in servicing the PSTN.

[0036] In accordance with some embodiments of the present invention, the information associated with the break CT notices, i.e., the maintenance tasks in which the physical plant in the PSTN is broken, may be categorized in the searchable database 240. Referring now to FIG. 4, operations begin at block 400 where the data processing system 130 of FIG. 1 determines if a service technician indicates that a break CT notice corresponds to authorized maintenance. If so, then the break CT notice or maintenance task information is associated with a “maintenance” category in the searchable database 240 at block 405. Otherwise, operations continue at block 410 where the data processing system 130 of FIG. 1 determines if the break CT notice includes information indicating that the break CT notice corresponds to a service order. If so, then the break CT notice or maintenance task information is associated with a “service order” category in the searchable database 240 at block 415. Otherwise, operations continue at block 420 where the data processing system 130 of FIG. 1 concludes that the break CT notice includes information indicating that the break CT notice corresponds to lack of use and/or redeployment of physical plant. The break CT notice or maintenance task information is associated with a “other” category in the searchable database.

[0037] The flowcharts of FIGS. 3 and 4 illustrate the architecture, functionality, and operations of embodiments of the data processing system 130 in tracking breaks in physical plant that occur in maintaining a PSTN. In this regard, each block represents a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that in other implementations, the function(s) noted in the blocks may occur out of the order noted in FIGS. 3 and 4. For example, two blocks shown in succession may, in fact, be executed substantially concurrently or the blocks may sometimes be executed in the reverse order, depending on the functionality involved.

[0038] As discussed above, the Web server module 235 may be configured to allow users to access the searchable database 240 through a Web browser running on a data processing system, such as, for example, the data processing system 140 of FIG. 1. FIGS. 5-16 illustrate exemplary user queries and Web page displays provided by the Web server module 235 in response to searchable database 240 queries/input submitted by a user.

[0039] Referring now to FIG. 5, the Web server module 235 provides a search page that is built on a hierarchical platform. To select a search criterion, selections are made for all fields above the search criterion in the hierarchy. For example, before listing break CTs associated with a particular district, a Network Vice President is selected first, in accordance with some embodiments of the invention, as shown in FIG. 6.

[0040] After selecting the Network Vice President, additional search criteria can be entered, such as district, turf, wire center, time interval, and category, e.g., service order, maintenance, or other as shown in FIGS. 7 and 8. FIG. 9 shows the results from a query of the searchable database 240 for a particular Network Vice President, in accordance with some embodiments of the present invention. A particular break CT notice may be viewed as shown in FIG. 10. In addition, a break CT notice may be updated with additional information.

[0041]FIG. 11 illustrates a screen provided by the Web server module 235 for updating a break CT notice with additional information. After a user enters his or her name and identification, a dialog box is provided as shown in FIG. 12 in which the user can type additional information to be associated with a particular break CT notice.

[0042]FIG. 13 shows statistics obtained from the searchable database 240 related to the number of reinstallations that required a dispatch of a service technician to the address to perform maintenance on the physical plant organized according to Network Vice President. FIG. 14 shows similar statistics for a particular Network Vice President. A similar report may also be generated based on turf, wire centers in a turf, and/or a specific wire center. FIG. 15 shows the aforementioned statistics for a specific wire center.

[0043]FIG. 16 shows statistics provided from queries of the searchable database in which reinstall dispatches and break CT activity is organized by Network Vice President for a three month rolling window.

[0044] Many variations and modifications can be made to the preferred embodiments without substantially departing from the principles of the present invention. All such variations and modifications are intended to be included herein within the scope of the present invention, as set forth in the following claims. 

We claim:
 1. A method of tracking breaks in physical plant in maintaining a public switched telephone network, comprising: receiving notices corresponding to incidences in which physical plant is broken in performing maintenance tasks on a public switched telephone network (PSTN) and associated time information; receiving information specifying a total number of maintenance tasks performed on the PSTN during a defined time interval; and storing information associated with the maintenance tasks in which physical plant in the PSTN is broken and the total number of maintenance tasks performed on the PSTN in a searchable database.
 2. The method of claim 1, wherein storing information comprises: parsing email notices corresponding to the information specifying the total number of maintenance tasks performed on the PSTN.
 3. The method of claim 1, wherein storing information comprises: parsing print files corresponding to the notices corresponding to incidences in which physical plant is broken in performing maintenance tasks on the PSTN.
 4. The method of claim 1, wherein storing information comprises: associating a respective one of the maintenance tasks in which physical plant in the PSTN is broken with a maintenance category based on information received from a service technician performing the maintenance task; associating a respective one of the maintenance tasks in which physical plant in the PSTN is broken with a service order category based on information contained in the notice received for the respective one of the maintenance tasks authorizing the break in the physical plant; and associating a respective one of the maintenance tasks in which physical plant in the PSTN is broken with an other category based on information contained in the notice received for the respective one of the maintenance tasks authorizing the break in the physical plant due to at least one of lack of use of the physical plant and redeployment of the physical plant.
 5. The method of claim 1, wherein storing information comprises: organizing the information in the searchable database based on geography.
 6. The method of claim 5, further comprising: receiving user input comprising a query of the searchable database based on geography; and displaying the information organized geographically responsive to the user input.
 7. The method of claim 5, wherein organizing the information based on geography comprises: organizing the information in the searchable database based on state, district, turf, and wire center.
 8. The method of claim 7, further comprising: receiving user input comprising a query of the searchable database based on at least one of the state, the district, the turf, and/or the wire center; and displaying the information organized based on at least one of the state, the district, the turf, and/or the wire center responsive to the user input.
 9. The method of claim 7, further comprising: organizing the information based on employee responsible for a district.
 10. The method of claim 9, further comprising: receiving user input comprising a query of the searchable database based on the employee responsible for a district; and displaying the information organized based on the employee responsible for a district responsive to the user input.
 11. The method of claim 1, further comprising: receiving user input comprising a request to update the information associated with a respective one of the maintenance tasks in which physical plant in the PSTN is broken; and updating the information stored in the searchable database for the respective one of the maintenance tasks in which physical plant in the PSTN is broken responsive to the user input.
 12. The method of claim 1, wherein storing information comprises: storing information in which the maintenance tasks in which physical plant in the PSTN is broken is represented as a percentage of the total number of maintenance tasks performed on the PSTN in the searchable database.
 13. The method of claim 1, further comprising: receiving user input comprising a query of the information stored in the searchable database; and displaying the queried for information responsive to the user input.
 14. A system for tracking breaks in physical plant in maintaining a public switched telephone network, comprising: means for receiving notices corresponding to incidences in which physical plant is broken in performing maintenance tasks on a public switched telephone network (PSTN) and associated time information; means for receiving information specifying a total number of maintenance tasks performed on the PSTN during a defined time interval; and means for storing information associated with the maintenance tasks in which physical plant in the PSTN is broken and the total number of maintenance tasks performed on the PSTN in a searchable database.
 15. The system, of claim 14, wherein the means for storing information comprises: means for parsing email notices corresponding to the information specifying the total number of maintenance tasks performed on the PSTN.
 16. The system of claim 14, wherein the means for storing information comprises: means for parsing print files corresponding to the notices corresponding to incidences in which physical plant is broken in performing maintenance tasks on the PSTN.
 17. The system of claim 14, wherein the means for storing information comprises: means for associating a respective one of the maintenance tasks in which physical plant in the PSTN is broken with a maintenance category based on information received from a service technician performing the maintenance task; means for associating a respective one of the maintenance tasks in which physical plant in the PSTN is broken with a service order category based on information contained in the notice received for the respective one of the maintenance tasks authorizing the break in the physical plant; and means for associating a respective one of the maintenance tasks in which physical plant in the PSTN is broken with an other category based on information contained in the notice received for the respective one of the maintenance tasks authorizing the break in the physical plant due to at least one of lack of use of the physical plant and redeployment of the physical plant.
 18. The system of claim 14, wherein the means for storing information comprises: means for organizing the information in the searchable database based on geography.
 19. The system of claim 18, further comprising: means for receiving user input comprising a query of the searchable database based on geography; and means for displaying the information organized geographically responsive to the user input.
 20. The system of claim 18, wherein the means for organizing the information based on geography comprises: means for organizing the information in the searchable database based on state, district, turf, and wire center.
 21. The system of claim 20, further comprising: means for receiving user input comprising a query of the searchable database based on at least one of the state, the district, the turf, and/or the wire center; and means for displaying the information organized based on at least one of the state, the district, the turf, and/or the wire center responsive to the user input.
 22. The system of claim 20, further comprising: means for organizing the information based on employee responsible for a district.
 23. The method of claim 22, further comprising: means for receiving user input comprising a query of the searchable database based on the employee responsible for a district; and means for displaying the information organized based on the employee responsible for a district responsive to the user input.
 24. The system of claim 14, further comprising: means for receiving user input comprising a request to update the information associated with a respective one of the maintenance tasks in which physical plant in the PSTN is broken; and means for updating the information stored in the searchable database for the respective one of the maintenance tasks in which physical plant in the PSTN is broken responsive to the user input.
 25. The system of claim 14, wherein the means for storing information comprises: means for storing information in which the maintenance tasks in which physical plant in the PSTN is broken is represented as a percentage of the total number of maintenance tasks performed on the PSTN in the searchable database.
 26. The system of claim 14, further comprising: means for receiving user input comprising a query of the information stored in the searchable database; and means for displaying the queried for information responsive to the user input.
 27. A computer program product for tracking breaks in physical plant in maintaining a public switched telephone network, comprising: a computer readable storage medium having computer readable program code embodied therein, the computer readable program code comprising: computer readable program code configured to receive notices corresponding to incidences in which physical plant is broken in performing maintenance tasks on a public switched telephone network (PSTN) and associated time information; computer readable program code configured to receive information specifying a total number of maintenance tasks performed on the PSTN during a defined time interval; and computer readable program code configured to store information associated with the maintenance tasks in which physical plant in the PSTN is broken and the total number of maintenance tasks performed on the PSTN in a searchable database.
 28. The computer program product, of claim 27, wherein the computer readable program code configured to store information comprises: computer readable program code configured to parse email notices corresponding to the information specifying the total number of maintenance tasks performed on the PSTN.
 29. The computer program product of claim 27, wherein the computer readable program code configured to store information comprises: computer readable program code configured to parse print files corresponding to the notices corresponding to incidences in which physical plant is broken in performing maintenance tasks on the PSTN.
 30. The computer program product of claim 27, wherein the computer readable program code configured to store information comprises: computer readable program code configured to associate a respective one of the maintenance tasks in which physical plant in the PSTN is broken with a maintenance category based on information received from a service technician performing the maintenance task; computer readable program code configured to associate a respective one of the maintenance tasks in which physical plant in the PSTN is broken with a service order category based on information contained in the notice received for the respective one of the maintenance tasks authorizing the break in the physical plant; and computer readable program code configured to associate a respective one of the maintenance tasks in which physical plant in the PSTN is broken with an other category based on information contained in the notice received for the respective one of the maintenance tasks authorizing the break in the physical plant due to at least one of lack of use of the physical plant and redeployment of the physical plant.
 31. The computer program product of claim 27, wherein the computer readable program code configured to store information comprises: computer readable program code configured to organize the information in the searchable database based on geography.
 32. The computer program product of claim 31, further comprising: computer readable program code configured to receive user input comprising a query of the searchable database based on geography; and computer readable program code configured to display the information organized geographically responsive to the user input.
 33. The computer program product of claim 31, wherein the computer readable program code configured to organize the information based on geography comprises: computer readable program code configured to organize the information in the searchable database based on state, district, turf, and wire center.
 34. The computer program product of claim 33, further comprising: computer readable program code configured to receive user input comprising a query of the searchable database based on at least one of the state, the district, the turf, and/or the wire center; and computer readable program code configured to display the information organized based on at least one of the state, the district, the turf, and/or the wire center responsive to the user input.
 35. The computer program product of claim 33, further comprising: computer readable program code configured to organize the information based on employee responsible for a district.
 36. The computer program product of claim 35, further comprising: computer readable program code configured to receive user input comprising a query of the searchable database based on the employee responsible for a district; and computer readable program code configured to display the information organized based on the employee responsible for a district responsive to the user input.
 37. The computer program product of claim 27, further comprising: computer readable program code configured to receive user input comprising a request to update the information associated with a respective one of the maintenance tasks in which physical plant in the PSTN is broken; and computer readable program code configured to update the information stored in the searchable database for the respective one of the maintenance tasks in which physical plant in the PSTN is broken responsive to the user input.
 38. The computer program product of claim 27, wherein the computer readable program code configured to store information comprises: computer readable program code configured to store information in which the maintenance tasks in which physical plant in the PSTN is broken is represented as a percentage of the total number of maintenance tasks performed on the PSTN in the searchable database.
 39. The computer program product of claim 27, further comprising: computer readable program code configured to receive user input comprising a query of the information stored in the searchable database; and computer readable program code configured to display the queried for information responsive to the user input. 